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barlowlee
Participant
August 12, 2021
Question

Creative Cloud update software is actually bad, amirite?

  • August 12, 2021
  • 1 reply
  • 471 views

I'm running Adobe CC and Photoshop on a MacBook Pro running macOS Mojave.  Occasionally I get a notification to update Photoshop.  The download process is always agonizingly slow (it takes hours, even though I have a 300 Mbps Internet connection, and have no problems updating software from other companies).  But occasionally the update process hangs completely.  Recently it remained parked at 30% for over a day before I gave up.  Tech support (via chat) always assumes that this is my problem, not Adobe's.  The last time this happened (four months ago),  Adobe tech support coached me through a workaround to manually clean all the Adobe crap off of my computer and reinstall it -- which, though tedious, did improve the update process from "totally stalled" back to "agonizingly slow."  But now the updater is stuck again.  I can't believe I'm the only person who is having this problem.  Has anyone else in my situation found a permanent solution, or even managed to get Adobe to recognize that this is their problem in the first place?

 

[Moderator note: Profanity edited out.]

This topic has been closed for replies.

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
August 13, 2021

you're not the only one with this (or just about any other) problem, but the vast majority of cc users do not have this problem.  so yes, there's something specific to your computer causing the problem.  common culprits are av, antimalware, cleaner, defragger etc programs.

 

first, reset the cc app:

to reset the cc desktop app, make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall/reinstall per the above link

if that fails, do a clean cc install following each applicable step:

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
check for, and if available, update your os
restart your computer (don't skip this)
reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
if you're unable to install the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials

B
barlowleeAuthor
Participant
August 28, 2021

Thanks for the reply.  

The update I wrote to complain about finally completed on its own, without any intervention from me (although it took forever).  I was recently prompted to do another update, which I'm in the middle of right now, starting with the dreaded Creative Cloud update.  It took four hours to get to 11%, then suddenly jumped to 43%, where it has been stuck for the anopther 13 hours.  I am frustrated by your suggestion that I should clean the Adobe programs off my computer and reinstall them from scratch.  I did that before (as you saw in my previous post) and the problem did not go away.  If, in fact, it is some configuration problem on my own computer (and Adobe Creative Cloud is the ONLY software on my computer that is giving me this problem), I would appreciate more constructive advice than "do the thing you already did that didn't work."  If no one with this problem can suggest a better workaround, should I just dump Adobe and go with different software?  Is there another frustrated Adobe user out there who has found something more reliable than Photoshop/Lightroom?

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